Working with us
Complaints and how to reach a partner
Updated February 27, 2026
If something about your matter isn't right, we want to hear about it. Most concerns, such as a missed update, a question about scope, or a surprising invoice, can be resolved quickly once we know about them.
Step 1: Talk to your responsible attorney
Start with the attorney handling your matter. Call (512) 555-0142 or send a message through the client portal, and say clearly that you have a concern so it gets priority. Many problems come from a misunderstanding about timing or scope that your attorney can clear up in one conversation.
Step 2: Reach a partner
If talking to your attorney doesn't resolve things, or you'd rather not raise the concern with them, contact a partner directly:
- Email: partners@bartoncreekellery.com
- Phone: (512) 555-0142, and ask for Catherine Ellery, our managing partner
The firm's partners are Catherine Ellery (estate planning and probate), Marcus Delgado (business), and Priya Raman (residential real estate). If a partner is already involved in your matter, a different partner will review your concern.
We acknowledge every concern within 1 business day. Within 5 business days, after reviewing your file and speaking with the people involved, a partner will respond with what we found and what we'll do about it.
To help us respond quickly, include your name, which matter your concern is about, what happened, and what outcome you're hoping for.
Billing questions and disputes
Send billing questions to billing@bartoncreekellery.com. Our billing manager and your responsible attorney review each question within 10 business days. You don't need to pay a disputed amount while we review it, although the undisputed part of an invoice is still due. We never charge for time spent answering questions about your bill.
Your right to end the relationship
You can end our representation at any time. If you do:
- You pay for the work completed under your engagement letter. If you paid a flat fee, we refund any portion that hasn't been earned.
- Any unused retainer balance is refunded.
- We promptly provide your file to you or to your new lawyer, and we return any original documents we hold for you, such as an original will.
State Bar of Texas grievance information
Texas lawyers are required to tell clients about the State Bar's grievance process:
The State Bar of Texas investigates and prosecutes professional misconduct committed by Texas attorneys. Although not every complaint against or dispute with a lawyer involves professional misconduct, the State Bar's Office of Chief Disciplinary Counsel will provide you with information about how to file a complaint. Please call 1-800-932-1900 toll-free for more information.
You're free to contact the State Bar at any time, whether or not you've raised a concern with us first.
Telling us what went well
If someone on our team went out of their way for you, please tell us that too. We share that feedback with the whole firm.
This is general information, not legal advice.